News releases
2021 Customer Satisfaction Survey
11 October 2021
Public Transport Customer Satisfaction Survey (PTCSS) 2021
Commuters were satisfied with public transport in 2021, based on the annual Public Transport Customer Satisfaction Survey (PTCSS) commissioned by the Public Transport Council (PTC). The mean satisfaction score for public transport services was 7.8 (out of 10) in 2021, a score maintained since 2019.
The survey, conducted from October to December 2021, showed that the mean satisfaction scores for the most of service attributes remained relatively consistent, with most service attributes maintaining the same satisfaction scores or varying by 0.1 point when compared to the previous year, even though the proportion of commuters who rated as being satisfied dipped from 97.6% in 2020 to 92.0% in 2021.
PTCSS 2021 Annex – Factsheet [PDF, 190 MB]
Point-to-Point Customer Satisfaction Survey (PCSS) 2021
Commuters continued to give high scores for Point-to-Point transport (P2P) services in 2021, a consistent trend for the past three years, according to the Public Transport Council’s 2021 Point-to-Point Transport Services Customer Satisfaction Survey (PCSS). P2P services received a mean satisfaction score of 8.4 (out of 10) in 2021, comparable to 8.4 in 2020 and 8.1 in 2019 (Please see Figure 1). P2P services refer to services provided by taxis and private-hire cars (PHC) and all scores in the survey were measured on a scale of 1 to 10, with 10 being “Very Satisfied”.
The survey, conducted from August to September 2021, showed commuters’ overall satisfaction with taxi services remained high at 8.5, which is the same as 2020. The mean satisfaction scores for the eight service attributes covered by the survey were all above 8.0. Safety topped the scores at 8.8 and Driver’s Knowledge of Routes came in second at 8.7, while Customer Service and Taxi Stand Accessibility scored the lowest at 8.1. For all service attributes, taxis scored marginally better than PHCs.